TO THE TOURISTS AND GREETINGS TO THE CITIZENS OF DELHI

WARM WELCOME

OCTOBER, 2010

Citizen's Charter BRPL Consumers

BSES Rajdhani Power Limited

for

www.bsesdelhi.com

A joint venture with Govt. of NCT, Delhi

I am a firm believer of public consultations and constructive feedback from the consumers on public services. BRPL Citizen's Charter is an excellent model to replicate in all such public services.
Smt. Shiela Dixit Honorable Chief Minister of Delhi cmdelhi@nic.in

The BRPL Team is determined to excel in Customer Care and ensure a high quality network to its valued customers. As part of our endeavour to constantly improve the quality of services, Citizen's Charter is the first step in that direction.

Gopal Saxena
Chief Executive officer ceo@bsesdelhi.com

is the What purpose of

This

Charter?

BSES Rajdhani Power Ltd. (BRPL) is committed to continuously improving the quality and reliability of its service towards the consumers and fulfilling the expectations of all its stakeholders in a manner that is safe, ethical, law abiding, healthy and environment friendly. The Charter works for you, the user of our services, by the application of the SIX Principles and they are:
Standards Information and Openness Choice and Consultation Courtesy and Helpfulness Putting Things Right Value for Money
This is our voluntary initiative to demonstrate our commitment towards our esteemed customers:

are non-statutory (i.e. they do not have the force of law); are intended to increase citizen's participation; define standards of service; and, publication of information about services.

who we?
are
BRPL came into existence on 1 July, 2002, when the Delhi Government decided to privatize the business of electricity distribution in the national capital. BRPL distribute reliable and quality power to 1.5 millions consumers spread across 750 sqkm area. The unparalleled achievements of the electricity distribution sector in Delhi stand out as the most successful experiment and replicable model of Public-Private-Partnership (PPP). This view has been upheld repeatedly by ICRA and CRISIL for the Ministry of Power, Govt. of India.

For greater convenience of all such customers who want to visit physically to access the services, there is a BRPL office every 2.5 KMs

Some Modest

Achievements
The company has reduced AT & C losses from a high of 53 % in July 2002 to 19 % as on 31 March 2010. Successfully met the maximum power demand of 1960 MW during the summer of 2010-2011 a 57% increase over the maximum power demand of 1259 MW in 2002-2003. Being biggest of the three discoms, BRPL has a 43% share in Delhi's electricity distribution pie. This massive reduction in AT & C losses by BRPL since July 2002, along with capex, loan repayment and payment of E Tax to the MCD has saved the Delhi government Rs 8540 crore.

BRPL cherishes
your

Some of our

Relationship

Customer Care Services

existing

BRPL has institutionalized a structured approach towards Consumer Relationship Management. We organise meetings with consumer representative groups such as RWAs, Trade Associations and Industry Associations at the division/circle level once every fortnight. We also organise "BRPL Aapke Dwar" - an open house consumer program, under which an empowered team of senior BRPL officials hold interactive sessions with the RWA's/ residents of an area. Another initiative to engage consumers is the 'Vishisht Sahayogi' - a partnership initiative with eminent citizens and opinion makers in the licensed area. As part of the initiative, BRPL engages in a meaningful two-way dialogue with the 89 Vishisht Sahayogis - for the larger benefit of each of its 1.5 millions consumers and seeks to build a mutually beneficial partnership between the company and its customers. The program also enables BRPL to receive regular feedback and insight into the specific needs and requirements of a cluster and facilitates in designing area specific deliverables. Consumers can also to BRPL CEO at ceo@bsesdelhi.com or make a call to share the feedback or complaint.

write directly

We Offers a host of novel features and facilities including: Door Step Services (DSS) 24 x 7 Call Centre Online Complaints registration Online Bill Status Online Duplicate Bills Online Bill Payment Online Bill Calculator Contact details of senior officials Soft copy of various Forms like Application for new connection Load Enhancement etc. Over 4000 bill payment touchpoints - Customers can pay BRPL electricity bill at over 2000 locations - through a wide spectrum of options including Cash Collection Centres, Easy Bill outlets, ITZ Cards, Skypak drop boxes, Project Nikat Drop Boxes, Credit Card, Net Banking, Auto Debit, Bill Payment Kiosks/Suvidha/Oxigen/ Jeevan Centres/ Minc and even through SMS. Applying for a New Connection, Load Enhancement/Reduction, Name Change, Address Correction, Category or Tariff Change was never easier. Now you do this without leaving the comfort of your home.

Your Complaints are important for us as it is an opportunity to serve you better.

Grievance Redressal
BRPL has a very robust grievance redressal mechanism. In case your queries / complaints are not resolved to your satisfaction at the service provider level, you can approach the following:

Consumer Grievance Redressal Forum (BRPL)

Sub Station Building, Sector-V, Pushp Vihar, New Delhi - 110017 Phones: 32978194, 32978195 Fax: 29564400 Email: cgrfbrpl@rediffmail.com

Address for Special Courts of Electricity

BSES Rajdhani Power Limited
1. Patiala House Special Court. Patiala House Court, Room No. 31, New Delhi 110001 2. Dwarka Special Court. Add. : Special Court ( Electricity ), Court No. 208, Dwarka, New Delhi -110075 3. Public Grievance Cell, Minto Road, New Delhi

Electricity Ombudsman
B 53 Paschimi Marg, Vasant Vihar, New Delhi - 110 057 Tel: 32506011 Fax: 26141205

We are committed towards

Some important guidelines on

Corporate Social Responsibility (CSR)

and

Earth Leakage Protective Device

Earth leakage, may turn simple everyday appliances into objects of dread - giving electric shocks and causing serious bodily injury, which sometimes can be fatal. These shocks and mishaps can be avoided by installing an Earth Leakage Protective Device (ELCB). This simple device detects even small current to earth (earth leakage) in one's premises, automatically tripping and disconnecting the electricity supply to the premises/equipment, thus preventing serious mishaps. Another useful benefit of installing an ELCB is that it also detects faulty and intermixing of internal wiring. Under Section 61 A of the Indian Electricity Rules, 1956, it is mandatory for all consumers, having an electricity load of 5 kW and above, to have an ELCB installed at their premises. Delhi Electricity Regulatory Commission (DERC) in a recent order has directed the Delhi discoms to ensure strict adherence to Section 61 A of the Indian Electricity Rules, 1956 and make the installation of an ELCB mandatory and a pre-requisite for providing a new connection with immediate effect.

Energy Conservation
BRPL not only champions the cause of energy conservation but lives it, practices it. These include the popularization of CFLs, the Bijli Gyan Abhiyan with school children, Tree Plantation, Environment march with school children, Nukkad Nataks and the Earth Hour. BRPL always reaches out to its customers, telling them how efforts of each one of them will not only go a long way in helping Delhi save electricity, save money for themselves and overall save the planet for the next generation. Not only did we engage the media to propagate the benefits of adopting CFLs, but even signed up with a couple of CFL manufacturers to ensure that consumers can buy the energy efficient CFLs at an attractive price. The schemes saw over 600 thousand CFLs being sold; reducing CO 2 emissions by around 200 thousand tonnes/year as well as reducing electricity consumption by around 35 MW in BRPL designated area.

Seek a copy of our detailed Citizen's Charter to know more about us and our various initiatives including our appeal to our valued customers on how to conserve energy.

Beware

of

Impostors
cards & look for the following to ascertain its genuineness: BSES logo, BSES hologram, Date of issue, validity, photograph, signature of authorized signatory, Signature of employee, Employee Number, ID Card Number, Name /Logo/Address of the Contractor, Lamination. In case you have any doubt or notice anything suspicious, please immediately alert the nearest BRPL office or call 011-399 99 707 and inform the local Police on # 100 or 1090.

BRPL urges its consumers to guard against unscrupulous elements - out to make a quick buck in a clandestine manner & tarnish the company's image. Do not get intimidated by their threats or false assurances. Do not give them any money. Remember, all Enforcement fines, penalties and other Commercial payments are to be made ONLY at designated BRPL offices. Customers are advised to ascertain & verify the identity of persons, claiming to be from BRPL, who visits their premises. Please ask for their ID

We always Honour our Regulator and are accountable towards the customers
Though the Regulatory Authority, Delhi Electricity Regulatory Commission (DERC) has laid down the stipulated timeframe within which the various services have to be rendered, BRPL have been continuously striving to even better these. Here's a primer:

BRPL is constantly striving to make the timeline better.

S. No. 1 2 3 4 5 6 7 8 9 10 11 S. No. 1 2 3 4 5 6 7 8 9 10 Commercial / Metering Complaints / Requests Name Change Billing Complaints Final Bill (Vacating Premises) Special Reading Refund of Security Deposit Name Correction/Address Correction New Connection-Energisation after payment of Demand Note (Electrified) New Connection-Energisation after payment of Demand Note (Un-Electrified) Load Enhancement - Energization after payment of demand note Replacement of Faulty Meter (stop, slow, fast, glass broken) Delay of Meter Energisation after Security Deposit Commercial / Metering Complaints / Requests New Connection Demand Note after Application Received Temp. Connection Energization after payment Load Reduction sanction (effect from next billing cycle) Testing of Meter after payment Replacement of Burnt Meter Final Bill (Disconnection request) Reconnection after payment (Normal/Dormant) Bill Not Received Correction of Security Deposit Shifting of Meter/Amalgamation of Meter DERC Timeline (Days) 2 Billing Cycles 15 23 7 60 60 12 180 12 30 15 DERC Timeline (Days) 7 7 10 15 3 5 2 1 7 15 BRPL Timeline (Days) 15 7 3 3 7 15 7 60 7 15 7 BRPL Timeline (Days) 7 7 10 15 3 5 2 1 7 15

For BRPL Consumers

DIVN. BRPL Business Network Operations O&M Enforcement Key Consumer Cell Circle Head Alaknanda Khanpur Nizamudin Nehru Place Sarita Vihar Circle Head Vasasnt Kunj Saket Hauz Khas R K Puram Divisional Chief Nazafgarh Jaffarpur Divisional Chief Mundka Circle Head Punjabi Bagh Nangloi Circle Head Janakpuri Tagore Garden Vikaspuri Palam Dwarka

IMPORTANT
O&M Office 39999838 39999123 39999895 39999010 39999959 32537527 39999737 39999935 39995441 32007136 39996151 39995105 39996277 39999023 32984642 39995752 32506090 39995914 32594182 32546054 32475113 32007078 32506116 39997128 32475415 32506024 39999203 39999108 32475532 39997726 32506070 32006991

PHONE
BUSINESS

NUMBERS
Tourist Enquiry

TO

REMEMBER
Transport Department
5/9, Under Hill Road, Delhi-110054

AND

SEEK

SUPPORT

Designation CEO Head Business Head Network Operations Head (O & M) Head Enforcement Head KCC Asst. V.P (South-1) O&M DGM ( O&M) DGM ( O&M) DGM ( O&M) DGM ( O&M) DGM ( O&M) Asst. V.P (South-2) O&M DGM ( O&M) DGM ( O&M) DGM ( O&M) DGM ( O&M) Asst. V.P (NJF & JFP) DGM ( O&M) DGM ( O&M) Divisional Chief DGM ( O&M) Asst. V.P (West-1) DGM ( O&M) DGM ( O&M) Asst. V.P (West-2) O&M DGM ( O&M) DGM ( O&M) DGM ( O&M) DGM ( O&M) DGM ( O&M)

Designation Head, Network Mgt. Group Chief Financial Officer Head, HR Head, Admn. Head, C & M Head, P & C Head, Customer Care Asst. V.P (South-1) DGM (B) DGM (B) DGM (B) DGM (B) DGM (B) Circle Head (South-2) DGM (B) DGM (B) DGM (B) DGM (B) Asst. V.P (NJF & JFP) DGM (B) DGM (B) Div. Chief (Mundka) DGM (B) Circle Head (West-1) DGM (B) DGM (B) Circle Head (West-2) DGM (B) DGM (B) DGM (B) DGM (B) DGM (B)

Office 39999074 39999944 39999711 39999520 39999428 39999957 39999799 39999050 39995283 32574551 39999051 39995004 39996177 39999091 32506094 39999003 39995787 39999058 32594182 39999161 32007076 32007078 32506235 39997127 39999194 39999177 39999547 39999111 32990161 39999157 39999220 39997991

For Delhi Citizens / Visitors

National Consumer Helpline No. 1800-11-4000 or CCEA 24 x 7 Helpline No. 1800-11-4424 Tourist Helpline 91-11-23365358, 23363607
www.delhitourism.gov.in Disaster Management Control Centers
23933829, 23980166 NEHRU PLACE LAXMI NAGAR ROHINI 26445230 22417747 27561777 Delhi Tourism & Transport Development Corporation 24647005 18 A, DDA, SCO Complex, 24698431 Defence Colony, New Delhi-110024 24618026 ITDC (Govt. of India undertaking) 23320005 www.tourism.gov.in 23320008 23320342, 23715084

Blood Banks
AIIMS Aurobindo Marg New Delhi Indian Red Cross Society II, Red Cross Road New Delhi-110001 26588700

Airlines (Delhi)
International Airport 25652021, 25652011 Flight Info. & General Enquiry 140, 141, 142 Information (Arrival-Recording) 143 Information (Departure-Recording) 144

Important Numbers
POLICE CONTROL ROOM DELHI FIRE SERVICE CATS (Ambulance) 100 101 102

23711551 26152810/801 23962281 26569461 26569461 26925858 26165871 26165971

Bomb Disposal Squads

South West North

Railways
Indian Railways ONLINE RESERVATION www.irctc.co.in 139 1345, 1335,1330 13301339

Round The Clock Help Lines

Police Help Line 1090 Traffic Help Line 23378888 HelpLine for Women in Distress 1091, 24121234 Student / Senior Citizen Help Line 1291 Recovery of towed away vehicles 26152810

Eye Banks
National Eye Bank (AIIMS) AIIMS(Emergency) Apollo Eye Bank

General Enquiry Railway Reservation Enquiry Centralised Railway Enquiry

Passport Offices
Regional Passport Office, Delhi

Emergency Numbers
BRPL - Emergency / Power Related BYPL - Emergency / Power Related NDPL - No Electricity 39999707 39999808 66404040

Chief Minister of Delhi 23392020, 23392030 Deputy Commissioners of Delhi

Address DC (South) B.D.O. Office, M.B. Road, Saket, New Delhi DC (South-west) Admn. Block, Old Terminal Tax Building, Kapashera, Delhi DC (New Delhi) 12/1, Jam Nagar House, New Delhi Phone No. 26525796

Delhi Development Authority

Vikas Sadan, INA, New Delhi Tel. No.: 24690431, 24690435, 9604400300

Public Grievance Commission

M-Block, IInd Floor, Vikas Bhawan, New Delhi-110002 23379900 22309220

Medical Shops (24 Hours)

AIIMS Ansari Nagar, New Delhi-110029 Batra Hospital 1 Tughlabad Institutional Area, Mehrauli Badarpur Road, New Delhi Spring Meadows F-44, East of Kailash, New Delhi 26864851

25065633

Directorate of Health Services

F-17, Karkardooma, Delhi-110032

23389549 27190629

Directorate Of Family Welfare

Bhagwan Mahavir Hospital Residential Complex, Road No. 43, Pitam Pura, Delhi-110034 27033868-69

26987485 26441782 26228713

DC (West) Govt. Middle School Building Complex, Ram Pura, Delhi

Consumer Education and Awareness on Modern Technology is our mission

1. According to the Central Electrical Authority (CEA), Metering Guidelines 2006, all electricity meters installed will necessarily have to be electronic. 2. The state-of-the-art electronic meters installed at your premises are Intelligent Digital meters and they check both phases and the neutral current. Any mismatch is indicated by glowing of the EL LED. This mismatch normally occurs due to inter-mixing of internal wiring between two premises or due to Earth Leakage. In such a scenario, please have the internal wiring of your house checked by a trained and a certified electrician. 3. Consumers should get their internal house wiring checked periodically, especially whenever they buy heavy load appliances (eg AC, Refrigerators, Washing Machine etc). BRPL, from time-to-time, has been conducting training programs for electricians. A detailed list of trained electricians is uploaded on the company web site www.bsesdelhi.com. 4. Under Section 61 A of the Indian Electricity Rules, 1956, it is mandatory for all consumers, having an electricity load of 5 kW and above, to have an Earth Leakage Protective Device (ELCB) installed at their premises. In case of an earth leakage, this small, but useful device reduces incidences of fire and shock. Consumers with lower electricity loads are also advised to have an ELCB installed. 5. All BRPL consumers have a choice to buy their own choice meters. For details, consumers can contact our single-digit helpline number 3999 9707 or log-on to www.bsesdelhi.com

6. In case a consumer has doubts regarding the accuracy of their meter, they can have the same tested by paying a nominal fee. They can also contact the Public Grievance (PG) Cell, in case they want the same to be tested by a 3rd party independent test agency. 7. BRPL regularly conducts meeting to educate consumers about way to reduce energy consumption and in the process their electricity bill. Consumers can contact our Customer Care Centers to know more about the same. 8. A broken meter seal does not necessarily tantamount to a tampered meter. In case you find your meter seals are broken, please give an application for its resealing or call us at 3999 9707. 9. In case a consumer has tempered his meter; he/she can approach the division head and voluntarily declare the tampering. Penalty in such cases will be much lower. 10. BRPL has a National Accreditation Board for Testing and Calibration Laboratories (NABL) approved meter testing

laboratory. In case a consumer wants to know more about meters, he/she can visit the meter lab with a prior appointment by calling 32544722. 11. Electricity theft is a crime against society. The loss due to theft has to be shared by all consumers. In case you come across an incidence of power theft, inform your discom about the same. This can be done by leaving an anonymous message by calling our helpline 399 99707. 12. The requirement and availability of electricity varies according to the time of the day and with seasons. At times, due to constraints in availability of electricity, we are forced to undertake loadshedding. BRPL is looking for volunteers who are ready to switch off non essential load during such constraints. If you want to be a volunteer, contact the Demand Side Management (DSM) cell of BRPL at 3999 9473.

We are concerned about your

HEALTH and SAFETY...

Do's
Carry out all electricity related work, only after 3 switching off the power supply In case of an electrical fire, immediately switch 3 off the power supply and extinguish it using sand, carbon dioxide or dry powder extinguishers. Do not use water Provide effective Earthing for all electrical 3 appliances and install an Earth Leakage Circuit Breaker (ELCB) to prevent electrical shocks mandated for > 5 kw. For all electrical appliances use properly earthed 3 3-pin plugs Electrical appliances should be kept away from 3 damp & hot surfaces and from flammable goods Keep away from overhead electricity lines and 3 cables and do not touch broken wires

Don'ts
Don't go near any place where 'Danger'/ Caution 5 board is placed Never climb utility poles or play near fencing 5 around substations Don't touch switches / plugs with wet hands 5 Don't use broken electrical fittings replace them 5 immediately Don't use metallic wires, near electric cables, for 5 hanging wet clothes Don't use electrical appliance or talk on the 5 phone during an electric storm Don't insert wires directly into the plug socket, 5 without a matching plug pin Don't provide for a fuse on a neutral circuit. 5 Don't approach any wet wire & be extra careful 5 not to go near any electrical installations during monsoon days.

Our

Vision

To be amongst the most admired and most trusted integrated utility companies in the world. To deliver reliable and quality products and services to all customers at competitive cost, with international standards of customer care-thereby creating superior value for all the stake holders. To set new benchmarks in: standards of corporate performance and governance, through the pursuit of operational and financial excellence, responsible citizenship and profitable growth.

Easy, just call BRPL IVRS based Call Centre

011-39999707 and select the Door Step Service DSS option or simply visit the BSES interactive 24 x 7
website www.bsesdelhi.com
and fill up a simple form

Electricity problems?

BRPL

strongly
with their

believes in

empowering the

customers

they rights and are

Right Right Right Right Right Right Right Right

to to to to to to to to

safety Choice redressel be heard education information quality service standard

BSES Rajdhani Power Limited

www.bsesdelhi.com

A joint venture with Govt. of NCT, Delhi

For all your electricity related problems dial

3999 9707
and press
3 Bill or Meter 2 SoS Fire/ Shock 4 Door Step Service 1 Power Supply

5 6 7 8

4 3 2

9 0

5 Key/Govt. Consumer Cell

6 Report Power theft/ Corruption

7 Duplicate Bills

Mailing Address: BSES Rajdhani Power Limited, Customer Care, BSES Bhawan, Behind Nehru Place Bus Terminal, Nehru Place, New Delhi-110019
This charter has been jointly prepared by the officials, staff and users of BRPL as a joint initiative of BRPL & CCEA Society (Cell for Consumer Education & Advocacy Society) Toll Free 24 x 7 Helpline No. 1800 11 4424 www.bijlidost.org. It will be revised and updated annually.